Fidelity Services Group
Fidelity Services Group is seeking an experienced Call Centre Training Specialist to join their dynamic team in Midrand. This is an exciting opportunity to develop and deliver high-impact training programs in a fast-paced environment. If you have a passion for coaching, mentoring, and driving business results, this is your chance to make a significant impact on agent performance while ensuring top-tier customer service.
As a Training Specialist, you will be responsible for developing and executing training programs to enhance agent performance in technical product knowledge, sales techniques, and customer service. You’ll collaborate with team leaders and managers to optimize training strategies, foster continuous learning, and improve overall team performance.
Key Responsibilities
As a Call Centre Training Specialist, your responsibilities will include:
🎓 Training Delivery
🔹 Conduct product, sales, and objection handling training to enhance agent performance.
🔹 Deliver technical training on systems and processes to improve overall operational efficiency.
🔹 Provide coaching and mentoring to agents to elevate service quality and productivity.
📈 Performance Coaching
🔹 Work with team leaders and managers to monitor agent performance and identify training needs.
🔹 Provide one-on-one coaching to agents, focusing on improving their service delivery and efficiency.
🔹 Conduct refresher training sessions to reinforce key knowledge and address any performance gaps.
📊 Training Evaluation
🔹 Measure the effectiveness of training programs and support performance improvement strategies.
🔹 Develop and maintain training materials, reports, and performance insights for management.
🔹 Support knowledge assessments and ensure consistent service delivery across the team.
💻 Compliance & Quality Assurance
🔹 Ensure all agents adhere to company policies, industry standards, and compliance regulations.
🔹 Conduct regular quality audits and provide feedback to ensure high standards of customer service.
🔹 Assist with ongoing training to address performance issues and improve compliance with service expectations.
📚 Continuous Learning & Support
🔹 Organize monthly workshops and training sessions to keep agents up to date with new processes and customer engagement strategies.
🔹 Assist with the implementation of new tools, processes, and customer experience enhancements.
🔹 Act as a subject matter expert to ensure agents are knowledgeable about industry trends and customer expectations.
Minimum Qualifications & Experience
We’re looking for a Training Specialist who meets the following criteria:
🎓 Education:
🔹 A Bachelor’s degree in Human Resources, Management, Training and Development, or a related field.
🔹 Relevant Training Qualifications are highly preferred.
💼 Experience:
🔹 At least 3 years of experience in a similar role, with a proven track record in call centre training and performance coaching.
🔹 Experience with Listener software (advantageous).
🔹 Previous Call Centre experience is highly beneficial.
🔹 Knowledge of the security industry or operations management would be advantageous.
🖥️ Skills:
🔹 Proficiency in Microsoft Office Suite and basic computer literacy.
🔹 Strong organizational and time management skills, with a detail-oriented mindset.
🔹 Ability to communicate effectively with diverse personalities and teams.
Main Duties
Induction & Onboarding:
🔹 Conduct comprehensive induction training for new agents, ensuring they understand company policies and customer service standards.
🔹 Provide hands-on product and system training to help agents build confidence and competence.
Ongoing Product & Technical Training:
🔹 Deliver continuous product and service training to keep agents up to date.
🔹 Coach agents on effective communication, sales techniques, and problem-solving.
🔹 Conduct refresher courses to reinforce key areas and address performance gaps.
Performance & Compliance Management:
🔹 Monitor agent performance and provide targeted coaching plans.
🔹 Ensure compliance with company policies and industry standards, and carry out regular knowledge checks.
🔹 Provide feedback on service quality and call handling based on performance reviews and audits.
Training Materials & Reporting:
🔹 Develop and update training content, ensuring it aligns with business needs.
🔹 Maintain accurate training records and provide insightful reports on training effectiveness.
Continuous Learning & Support:
🔹 Facilitate ongoing learning opportunities, including workshops, to enhance agent knowledge and performance.
🔹 Support the implementation of new customer engagement strategies and technologies.
Why Join Fidelity Services Group?
At Fidelity Services Group, we value innovation, growth, and collaboration. By joining our team, you will have the opportunity to make a tangible impact on the performance of our call centre teams and drive business results. We provide a dynamic and supportive work environment that fosters continuous learning and personal growth.
Perks of Joining Fidelity Services Group:
💼 Competitive Salary Package
📚 Opportunities for Skill Development and Growth
💡 A culture of innovation, learning, and teamwork
🌱 Work in a fast-paced and dynamic environment with career progression opportunities
Find similar jobs at:
https://careerjunctionza.co.za/jobs/
TIPS for CV related to this post
To enhance your chances of securing the Call Centre Training Specialist role at Fidelity Services Group, consider the following tips for your CV:
✔️ Training Experience: Highlight any experience in call centre training or performance coaching. Emphasize your success in improving agent performance and operational efficiency.
✔️ Skills and Qualifications: Include relevant certifications or qualifications in training, human resources, or management. Don’t forget to mention software experience such as Listener if applicable.
✔️ Results-Oriented: Focus on tangible results you have achieved, such as improvements in customer service quality, performance reviews, or training outcomes.
✔️ Industry Experience: If you have worked in the security or operations management sectors, make sure to highlight this, as it’s considered an advantage.
✔️ Compliance Knowledge: Mention your experience in ensuring compliance with industry standards and company policies. This is crucial in a call centre environment.
Good luck with your application!
